Customer Happiness Specialist
La-Z-Boy•Los Angeles, CA
•Onsite
About The Position
Our Customer Happiness Specialists are vital to Joybird’s success as they are both brand ambassadors and customer advocates. The Customer Happiness Specialist utilizes internal tools to resolve customer inquiries and complaints via chat, email and phone conversations.
Requirements
- Highschool diploma or GED with 1-2 years of call center and/or retail experience
- Comfortable making judgment calls and partnering with leadership to do what is best for the customer & tailor a solution for each customer
- An expert communicator –must be able to successfully resolve issues via chat, email, or phone and clearly walk customers through the resolution and set clear expectations for deliver
- Good typing skills (40+ wpm).
Nice To Haves
- Resilient – The ability to quickly move past challenging interactions with customers.
- Empathetic to your colleagues and our customers.
Responsibilities
- Communicate directly with customers via phone, email and live chat meeting established targets for number of customer issues and several other metrics determined by the Customer Experience Leadership team.
- Possess expert knowledge on the full Joybird catalog and provides style advice and product recommendations to suit a customer’s unique needs.
- Address customer/designer inquiries and concerns related to cancellations, scheduling, rescheduling deliveries, returns, order statuses and any other questions customers may have.
- Manage and maintain all trade applications, ensure applications are responded to within 1-2 business days.
- Assist trade members in creating quotes to present to prospective clients
- Input and complete purchase orders by placing orders on the customer's behalf, sending invoices, and processing payment.
- Solve delivery issues, transaction problems and customer experience complaints to exceed customer satisfaction, as well as work closely with co-workers and supervisors to resolve customer issues.
- Shares valuable insights with our product, marketing and technology teams regarding customer needs and feedback.
Benefits
- Medical, Vision, Dental and Basic Life Insurance
- 401k retirement plan with company match of up to 6%
- 9-11 paid holidays each year
- two weeks’ prorated vacation as a new hire
- personal time (non-exempt only) or state mandated sick time
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
